It was only my second visit to this small, independent soup and sandwich joint when its owner won me over for life. My order in hand, I was fumbling around in my pockets and wallet to come up with the requisite $7.50 to complete the transaction and march away with my take.
My search produced only $6.00 and the woman behind the counter, who I deduced was an owner-operator in this apparent family business, could not accept payment by debit or credit. “I think I’m a little short here,” I said, looking up from my palm full of change apologetically. Without hesitation, she waved her hand in dismissal of my predicament and declared, “You will pay the difference next time.” I was stunned. We made eye contact, she smiled and I quietly left. Continue reading Trust and customer service